Transcript Getting Started with Support

Course ILT
Getting started with PC hardware support
Unit objectives
 Identify the external components of a
PC
 Distinguish between hardware,
software, and firmware
 Describe troubleshooting models
Course ILT
Topic A
 Topic A: Computer components
overview
 Topic B: Hardware, software, and
firmware
 Topic C: Troubleshooting models
External components
Monitor
Speaker
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Case
Keyboard
Mouse
Internal components
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Power supply
CD-ROM drive
Floppy drive
CPU/fan
Adapter
Motherboard
Hard drive
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Activity A-1
Identifying external components of a PC
Course ILT
Notebook computer
Monitor
Keyboard
Touchpad
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Activity A-2
Identifying the components of a network
computer
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Topic B
 Topic A: Computer components
overview
 Topic B: Hardware, software, and
firmware
 Topic C: Troubleshooting models
Hardware
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 Physical components:
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Monitor
Printer
CD or DVD drive
CPU processing chip
Software
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 Instructions processed by CPU
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Operating system
Word processors
Spreadsheets
Graphics editors
Firmware
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 Software stored on a chip
– Software written permanently or semipermanently to a computer chip
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Activity B-1
Comparing hardware, software, and
firmware
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Topic C
 Topic A: Computer components
overview
 Topic B: Hardware, software, and
firmware
 Topic C: Troubleshooting models
Course ILT
Troubleshooting models
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CompTIA A+ troubleshooting model
CompTIA Network+ model
Novell network troubleshooting model
The ASID model
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Basic stages of troubleshooting
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Back up data
Divide and analyze
Verify
Research
Document
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CompTIA A+ model
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Identify
Analyze
Test
Evaluate
Document
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CompTIA Network+ model
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Identify the exact issue
Re-create the problem
Isolate the cause
Formulate a correction
Implement the correction
Test the solution
Document the problem and solution
Provide feedback
Course ILT
Novell troubleshooting model
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Try some quick, obvious fixes
Gather basic information
Develop a plan
Execute your plan
Verify user satisfaction
Document the problem and solution
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The ASID model
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Acquire
Simplify
Implement
Document
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Documentation
 Paper vs. software
 Organization scheme
 Level of detail
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Microsoft Knowledge Base
 Problem and solution references
 Download patches and new releases
 Explanations for many Microsoft error
messages
 URL is support.microsoft.com
 Print articles or save articles for later
reference
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Activity C-1
Troubleshooting problems
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Unit summary
 Identified the external components of
a PC
 Distinguished between hardware,
software, and firmware
 Described troubleshooting models